Job Title: L2 Support Engineer
Job Location: Cebu, Philippines
Work Type: Onsite Work
Responsibilities and Duties:
- Answering emails, calls, and online chat in a positive and friendly manner.
- Creating a record of each customer problem and spot trends when applicable.
- Deliver technical IT support as required to our diverse client base.
- Monitoring live customers EDGE software and infrastructure, troubleshooting issues and escalating issues to the wider EDGE Support Team
- Management of Windows and Linux server operating systems
- Assisting our partners and customers with deploying the EDGE software
- Monitoring Live customers and cloud/store infrastructure
- Fulfilling IT maintenance tasks scheduled by other team members.
- Promote and provide support for new products and technologies.
- Assist with the onboarding of new team members: laptop setup, account creation, and new user orientation.
- Maintain an up-to-date knowledge of our products, technologies, and our competitors.
- Meet customer contractual SLAs in addition to business OLA targets and metrics.
- Maintain high customer satisfaction ratings that meet company standards.
Additional Job Description
Knowledge, Skills, and Experience:
- The candidate should have a minimum of 1 year's experience in an IT Operational support role working with Linux operating systems.
- Good understanding of core network technologies – LAN/WAN, VPN's, VNC, Routing/Switching, DNS, DHCP and Firewalls.
- Experience of industry standard Monitoring solutions - such as Nagios, CheckMK, Prometheus and Grafana
- Experience with Cloud Services and Containerization technologies - such as AWS, GCP, Azure, Kubernetes, and Docker. Experience working in a customer-facing technical role which requires solid technical aptitude, excellent English - written and oral communications skills, and the ability to deal effectively with people at all levels and in different situations.
- Strong analytical skills with proven problem-solving ability.
- Demonstrated willingness to learn and apply innovative technology.
Desirable experience with these technologies:
- Windows operating systems
- CouchDB
- Resilient and redundant file systems (ideally ZFS and DRBD, alternatively advanced knowledge of similar such as btrfs, LVM, RAID, CEPH, and other clustering solutions)
- Shell scripting (ideally BASH, or Python, Perl, Ruby, PowerShell etc.)
- Exposure to working in security sensitive environments.
- AI/machine learning
